The Preferred Customer Program has been developed and initiated by Market Hong Kong as the foundational element for engaging the One-to-One Marketing concept. For Preferred Customer support, contact Preferred Customer Program Support via email at hkcustomersupport@shop.com. The following are policies and procedures for enrolling and maintaining Preferred Customers.
There is no cost to register a Preferred Customer. Choose one of the following ways to register your Preferred Customers:
Manually register your new Preferred Customer through your UnFranchise.com account in the Preferred Customer area. The Independent UnFranchise® Owner is to contact the new Preferred Customer with their Preferred Customer number and welcome them to the Preferred Customer Program.
A prospective Preferred Customer may register online to become a Preferred Customer via an UnFranchise Owner’s website. Once the registration is completed and submitted, a Preferred Customer number is immediately assigned to the online applicant, and they are welcomed to the Preferred Customer Program and may begin shopping immediately. The UnFranchise Owner will receive an email notification that they have a new Preferred Customer. The UnFranchise Owner should send an introductory email welcoming the Preferred Customer.
BV placement is the UnFranchise Owner’s nine-digit ID plus the extension. UnFranchise Owners may only assign BV to one of their own personal BDCs or an original BDC of a personally sponsored UnFranchise Owner currently on UnFranchise AutoShip.
Preferred Customers are lifetime members as long as they make a minimum of one purchase within 365 days. There is no renewal of a Preferred Customer.
There is no cost for signing up a Preferred Customer.
Changes of name, address and profile information can be made online through UnFranchise.com in the Preferred Customer area.
In the event a Preferred Customer is assigned multiple ID numbers by accident, any Preferred Customer ID numbers other than the original ID number should be deleted online.
Preferred Customer subscriptions cannot be transferred from one Preferred Customer to another.
Four convenient ways for a Preferred Customer (PC) to place orders:
Log in to the UnFranchise Owner’s website 24 hours a day, seven days a week.
Call the Preferred Customer order line at +852-3512-9198 (using their own credit cards only), Monday–Friday from 11:00 a.m. to 7:00 p.m. (except for during Hong Kong public holidays).
Order directly from the Market Hong Kong UnFranchise Owner.
Walk into the Market Hong Kong Business Center and place an order.
When a Preferred Customer places an order online through the UnFranchise Owner’s website, the UnFranchise Owner will receive 100% of the net retail profit (less the shipping and handling fees and a 3% fee of the sale price plus the percentage of Cashback) as a credit on account at Market Hong Kong. The order is automatically filled and shipped by Market Hong Kong. If the UnFranchise Owner opts in to the 48-hour manual placement, the UnFranchise Owner will receive BV and/or IBV emails for all of their customer orders and will have 48 hours to manually place the BV and/or IBV before it is automatically placed according to the UnFranchise Owner’s Auto BV Placement settings. UnFranchise Owner websites accept Visa and MasterCard.
If an existing Preferred Customer visits an UnFranchise Owner’s website through Market Hong Kong’s paid advertising campaigns on sites such as Google, Bing, Facebook, YouTube, etc., 15% of the retail profit will be deducted from that specific order to help offset the overall advertising expenses.
Online orders from customer-facing sites (HK.SHOP.COM, SHOPGLOBAL.COM, isotonix.com, motivescosmetics.com, getlayered.com, lumieredevie.com, tlsSlim.com, etc.) placed by registered Preferred Customers by 11:59 p.m. on Friday will count toward the current period if the UFO has a current UFMS subscription. If the UFO does not have a current UFMS subscription, their Preferred Customer orders placed online through the UnFranchise Owner’s website before 6:59 p.m. on Friday will be processed on that Friday for BV placement and retail profit. Any Preferred Customer orders placed after 6:59 p.m. on Friday will be processed the following Monday for BV placement and retail profit.
When a Preferred Customer orders directly from the UnFranchise® Owner, the UnFranchise Owner receives 100% of the net retail profit. The UnFranchise Owner is to record this type of Preferred Customer sale online in their UnFranchise.com account in the Preferred Customer area in order to maintain the Preferred Customer’s purchase history.
Preferred Customers may elect to pick up orders at the Market Hong Kong Business Center after submitting orders.
All Preferred Customer orders shipped from Market Hong Kong will be shipped via a company-contracted transport carrier.
The UnFranchise Services Department will assist with any questions or problems you may encounter with your Preferred Customer’s order.
Most wellness and nutritional programs work best when they are followed without interruption. With the Preferred Customer AutoShip program, your Preferred Customer(s) will never run out of their favorite Market Hong Kong products again! When the allotted time for their current supply has elapsed, Market Hong Kong will automatically send a new shipment of the products selected for AutoShip and bill your Preferred Customer’s credit card.
Note: The Preferred Customer AutoShip may not be used as an alternative to UnFranchise AutoShip.
Preferred Customer AutoShip is to be paid by credit card only — using the Preferred Customer’s MasterCard or VISA.
Preferred Customer AutoShip can be set up by the Preferred Customer on the website or by the UnFranchise Owner on their UnFranchise.com account. All administration, modification, and cancellation of an AutoShip must be done where it was set up (AutoShip set up on a website cannot be modified or canceled on UnFranchise.com and vice versa).
Designate which day the Preferred Customer is to order the products. Be sure to designate the ship-to frequency: every 30, 60, 90 or other days.
Preferred Customers will be charged the suggested retail (SR) price with a 5% discount on AutoShip orders unless the price is overridden by an UnFranchise Owner (price adjustment). The UnFranchise Owner will receive alert notifications for a Preferred Customer’s new PC AutoShip setup or PC AutoShip cancellation.
After two credit card declines, the Preferred Customer UnFranchise AutoShip will be canceled without notification.
At the time of shipping a Preferred Customer AutoShip order, BV is placed according to your 48-hour manual placement settings (or if that is opted out of or 48 hours have passed, then by your Auto BV Placement settings), and retail profit is posted to the UnFranchise Owner’s Market Hong Kong credit on account.
Return guidelines for Preferred Customer AutoShip orders include the following:
If the Preferred Customer is not entirely pleased for any reason, simply return the item(s) within 30 days of purchase for an exchange (if available) or a refund of the purchase price.
Contact the Market Hong Kong Preferred Customer support service at +852-3512-9198 or hkcustomersupport@shop.com.
Please refer to the Market Hong Kong Terms of Use for additional terms and conditions.
Only registered Preferred Customers who have been credited with a purchase (minimum of ONE) within the previous 365 days shall remain in the active database. This purchase can be from any source that generates BV or IBV from that purchase. All purchases from websites, mini websites, eDirects, an UnFranchise Owner’s physical inventory, etc., will count, provided the purchase has been documented (displays) in the respective Preferred Customer’s order history. All registered Preferred Customers who have NOT been credited with at least ONE purchase within the previous 365 days will be deleted from the active database.
Only active registered Preferred Customers will be available to credit purchases to their order history.
Only active Preferred Customers will be available in all of your applicable drop-down lists.
Only active Preferred Customers will be available for use in meeting Quarterly Sales Report documentation (Form HK1000).
To reactivate a Preferred Customer, they must be re-registered as if entering the program as a brand-new Preferred Customer. All past data, such as profile information, order history, etc., will not be reactivated.
This measure will keep our database clean and efficient, ensuring that only usable data is being maintained.
Regular orders: Preferred Customers can pick up their orders at the Market Hong Kong Business Center once the submitted orders are processed in our system. No orders will be processed unless paid for at the time the order is submitted.
If the Preferred Customer is not entirely pleased for any reason, simply return the item(s) of receipt for an exchange (if available) or a full 100% refund of the product amount minus shipping and handling fees, if applicable, within 30 days of the order date.
After 30 days: If the Preferred Customer is not entirely pleased for any reason, simply return the item(s) received for an exchange (if available) or a product amount refund minus a 10% processing fee and shipping and handling fee, if applicable.*
* At the discretion of the Market Hong Kong office.
Preferred Customers earn Cashback for purchasing exclusive Market Hong Kong products and products from Market Hong Kong’s Partner Stores that display the Cashback logo.
How Cashback works for the Preferred Customer:
A Preferred Customer purchases products through the UnFranchise Owner’s website.
Cashback accrues based on the amount of Cashback designated for the purchased products.
Preferred Customers can redeem their accrued Cashback for cash once they have accumulated at least HK$80.00 in Cashback, or they can redeem their Cashback for exclusive Market Hong Kong products at any time. Other options may also be available.
Note: Preferred Customers will not earn Cashback on purchases where (a) the Preferred Customer’s browser is not configured to accept cookies; (b) the Preferred Customer is not logged in as a Preferred Customer; (c) the order is later canceled, or the goods or services are later returned; (d) the Partner Store does not report the purchase to Market Hong Kong; (e) the Preferred Customer conducts "sham" transactions or otherwise colludes with merchants, makes any misrepresentation in connection with the Preferred Customer’s participation in Cashback, maintains multiple accounts or does not otherwise comply with Market Hong Kong’s policies; (f) a particular Partner Store changes or discontinues its affiliate relationship with Market Hong Kong; (g) a Partner Store decides to withhold payment to Market Hong Kong for any reason, including, but not limited to, use of coupon codes; or (h) orders with Cashback from Partner Stores will be awarded on the next available date once the company is paid from the Partner Stores. Dates will vary by Partner Store.
How Preferred Customer Cashback works for the UnFranchise Owner:
Purchase price is defined as the price the customer paid for the goods/services, not including taxes, shipping or any other fees levied by the seller.
When a Preferred Customer purchases a Market Hong Kong-branded product that qualifies for Cashback, 2% of the product purchase price (or a higher amount, in limited circumstances, if notified by Market Hong Kong of a special promotion or increased Cashback offer) will be deducted from the UnFranchise Owner’s retail profit for that product.
When a Preferred Customer makes a Partner Store purchase that qualifies for Cashback, 2% of the Partner Store’s commission (or a higher amount, in limited circumstances, if notified by Market Hong Kong of a special promotion or increased Cashback offer) will be deducted from the UnFranchise Owner’s total IBV for that product.
Note: To know if a Partner Store and its products are eligible for Cashback, please see your shop partner’s page on your website and view their description for more details.
How Cashback works for the UnFranchise Owner’s Personal Preferred Customer account:
UnFranchise Owners have the option to choose between two programs for the Personal Preferred Customer (PPC) account when ordering from SHOP.COM or making a OneCart purchase: (1) Full IBV Program or (2) Cashback and Partial IBV Program.
Market America-branded products purchased on UnFranchise.com will remain as IBV and will not have the option for Cashback. Affiliate and OneCart products purchased on UnFranchise.com are eligible for Cashback if the UnFranchise Owner has opted into the Cashback and Partial IBV Program. The reward earned will be based on the PPC’s program selection at the time of the order.
New UnFranchise Owners will default into the Cashback program.
UnFranchise Owners will have the option to change their program selection once per calendar quarter.
Refunds: If Cashback is awarded for the sale of a BV product that has been returned, the amount available in the purchasing Preferred Customer’s Cashback account will be adjusted to deduct the Cashback awarded for the BV product. If the Cashback balance is insufficient for such deduction, the amount will be deducted from the product refund.
If Cashback is awarded for the sale of a Partner Store product that has been returned, the amount available in the purchasing Preferred Customer’s Cashback account will be adjusted to deduct the Cashback awarded for the Partner Store product, and the IBV for the order will be adjusted. If the Cashback balance is insufficient for such deduction, the UnFranchise Owner will be responsible for clearing up the deficiency.